Clear and consistent communication is central to making this shared system work—particularly when disputes arise and the QBCC become involved. When roles, responsibilities and processes are clearly understood, uncertainty is reduced, confidence in the process is strengthened, and matters can progress smoothly.
Clear communication matters
Feedback from within the industry highlights a common theme: uncertainty about why the QBCC makes contact can quickly lead to concern or defensiveness. In a shared system, this uncertainty doesn’t just affect individual interactions—it can also influence how efficiently matters move through the process.
At the QBCC, we aim to communicate transparently about our role—especially at first contact, to help create a supportive environment for licensees and consumers and achieve better outcomes across the system.
Understanding why the QBCC gets in touch
Often, the QBCC may initiate contact relating to assessment, rather than enforcement. This is part of a shift from being a reactive regulator who only gets involved after something has gone wrong, to a proactive partner there to support, educate and share insights and data.
We want to get involved early and support the parties that have not been able to resolve an issue on their own. At that point, our role is to gather information from all sides and assess the matter impartially, based on the available evidence and the legislation.
Being clear about this distinction early helps reduce unnecessary stress and supports constructive engagement.
Distinguishing the QBCC’s different roles
A key part of our work with you is helping you understand the context of your interaction with the QBCC.
The QBCC performs several distinct functions, including:
- dispute assessment and resolution, where the focus is on understanding the facts and applying legislation fairly and transparently
- licensing functions
- compliance and enforcement, which address potential regulatory breaches.
Transparency builds confidence
Knowing what happens after a matter is lodged helps you feel confident in the process. When that information isn’t clear, it can create uncertainty or concern about what’s happening and why certain information is being requested. We clearly explain the process, so you know what to expect.
While every matter is different, most dispute assessments involve:
- confirming our ability to get involved
- gathering information from all involved parties
- assessing the information against legislative requirements
- letting you know the outcomes or next steps.
When this process is clearly explained, it’s easier for you to engage in a timely, focused and constructive way.
Addressing common assumptions
We don’t take sides. When the QBCC contacts you, it doesn’t mean fault has been determined. We assess each matter impartially, based on the information provided by all parties and the requirements of legislation—not on who raised the concern first.
Being clear about this helps you understand the purpose of our contact and supports fair, consistent outcomes. The QBCC can help you respond with confidence and recognise when the contact is simply part of a routine assessment process.
Communication as early intervention
We focus on clear and timely communication because it helps support you early and prevents issues from escalating.
When we explain what information is needed, why it’s required, and how it will be used, it reduces the risk of misunderstandings and avoids disputes becoming more entrenched.
Encouraging a focus on factual information, clear timelines, and the relevant contractual context allows the QBCC to assess matters efficiently and minimises unnecessary delays. These practical communication steps may seem small, but they often make a significant difference in keeping matters on track and reaching outcomes smoothly for everyone involved.
Continuing to improve how we communicate
We aim to work constructively with you by communicating clearly and consistently at every stage of our processes. Clear communication helps set expectations, reduces uncertainty, and allows matters to be addressed as early and efficiently as possible.
We’re aware that there is still more work to be done to improve in this area, and we remain committed to improving how we explain our role—particularly at first contact in dispute matters—including clearly distinguishing between dispute assessment, licensing and compliance functions. By explaining our processes in plain language, we aim to support cooperative engagement and provide greater confidence for licensees navigating the system.
